US-Genius

Apple•Jacksonville, FL

9d•Onsite

About The Position

As a Genius in Apple Retail, you combine extensive troubleshooting skills with the ability to build enthusiasm for Apple products and services. You provide exceptional customer service, help customers make the most of their products, explain repair options and Apple offerings, and perform repairs on Apple products serviced in the store. You also model Apple’s service standards, mentor team members, and help build their knowledge. The role contributes to an inclusive environment and reflects Apple’s values of inclusion and diversity.

Requirements

Availability to work a schedule based on business needs that may include nights, weekends, and public holidays, and reliable attendance as scheduled, subject to local laws and approved accommodations.
Experience in retail or sales, or related work experience.
Visual inspection and fine motor skills to safely perform hardware repairs.
Experience troubleshooting hardware and software issues in a customer service environment.

Nice To Haves

Technical expertise in Apple products and services, including device repair.
Ability to analyze problems and follow troubleshooting steps to identify the root cause of technical issues.
Ability to handle customer service issues with care and strong interpersonal skills.
Action-oriented mindset and motivation to do what is best for the customer and Apple, including anticipating and adjusting for problems and roadblocks.
Ability to work in a fast-paced environment under tight deadlines and pressure while supporting multiple customers or repairs at the same time.
Effective communication skills and ability to adapt communication style to different audiences.
Ability to collaborate and motivate across the store and with key partners to achieve individual and team goals.
Ability to support and educate the broader team by sharing knowledge, experiences, and insights.
Ability to frequently handle, lift, and move merchandise safely.

Responsibilities

Stay up to date on Apple products, services, and Genius Bar repair processes and procedures to support efficient, high-quality repairs.
Support customers experiencing Apple product or software issues with care and empathy, using Apple-provided tools and resources.
Troubleshoot, diagnose, repair, and resolve Apple hardware and software service concerns.
Understand customer needs, identify ownership opportunities, recommend products and services, and educate customers about ways to buy.
Work with team leaders to identify recurring repair problems and service concerns and provide feedback to Apple.
Use knowledge of hardware and software components to identify potential sources of technical concerns and educate team members.
Serve as a mentor, resource, and positive role model for Genius Bar team members.
Support leadership in resolving customer escalations in a timely manner.
Perform other tasks as needed, including customer-facing activities on or off the sales floor.
Contribute to an inclusive environment by respecting differences and demonstrating curiosity to learn.
Demonstrate Apple’s values of inclusion and diversity in daily activities.